Owner.com · 18 hours ago
CS Enablement Manager
United States
Full-time
Remote
Mid, Senior Level
$110K/yr - $120K/yr
4+ years expOwner is an AI growth system for local restaurants, helping them succeed online through improved SEO, marketing, and online ordering. They are seeking a proactive Customer Success Enablement Manager to design and operationalize a post-live enablement strategy that reduces churn and improves retention for their global Customer Success and Support organization.
Responsibilities
Partner closely with Customer Success and Support leadership to design and operationalize a scalable post-live enablement strategy
Build, refine, and scale playbooks, scripts, and curricula that improve CSM performance, customer conversations, and time-to-value
Enable CS teams to drive down churn and increase revenue retention through practical tools, training, and guidance
Translate customer health insights, retention metrics, and engagement data into targeted enablement programs that move key outcomes
Reinvent and continuously improve onboarding, ongoing training, and health-based engagement motions across a growing global CS organization
Ruthlessly prioritize an enablement roadmap focused on the highest-impact levers for retention, saves, and customer health
Influence change across CS and Support by partnering with senior leaders and driving adoption of new frameworks and motions
Qualification
Required
4+ years of experience in Revenue Enablement or Customer Success Enablement, with direct support of post-live CS organizations
Proven success designing and executing end-to-end enablement programs (playbooks, scripts, onboarding, ongoing training) with measurable impact on retention and churn reduction
Experience partnering with Director- and VP-level stakeholders to translate business goals into enablement strategies and roadmaps
Strong program management skills, with the ability to move from strategy to hands-on execution and iteration
Expertise in building clear, actionable playbooks for complex customer conversations (saves, renewals, optimization)
Comfort leveraging data (health scores, retention metrics, CSAT/NPS, engagement volume) to prioritize initiatives and guide decisions
Hands-on experience with common enablement and CX tools (e.g., LMS, knowledge base tools like Guru, call recording/QA platforms, CRM or CS platforms)
Ability to operate effectively in fast-paced, ambiguous environments with a bias toward action and continuous improvement
Preferred
Prior experience as a CSM or in a post-live customer-facing role
Benefits
Comprehensive health coverage
Work from anywhere (100% remote workplace except during Toronto onboarding weeks)
Unlimited PTO
Extra fun perks
Company
Owner.com
Owner.com makes online growth easy for restaurants. Our software helps local restaurants compete — and win against — big corporations.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Adam Guild
Co-founder & CEO
Dean Bloembergen
Cofounder & CTO
Recent News
2024-01-31
Company data provided by crunchbase